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Manager, Customer Success

General information

Location:

Atlanta - Georgia - USA

Function:

Customer/Technical Support

Ref #:

20210019093

Description & Requirements

Description

The Service Excellence Manager will be responsible for managing and developing a team of Lead Account Managers (LAMs) / Customer Success Managers (CSMs), who are responsible for our customer’s overall service experience and driving customer retention. The primary goal is to ensure high levels of customer satisfaction and loyalty for Ultimate Kronos Group. As the Manager, you will lead the team to conduct effective customer relationships, develop wellness action plans to drive resolution to improve the overall customer experience and conduct proactive engagements. You will also be responsible for ensuring any escalation is handled in a prompt and professional manner to the reasonable satisfaction of the customer. You will be measured on customer retention and customer satisfaction. This position reports to the Sr. Manager, Service Excellence.

Primary/Essential Duties and Key Responsibilities:

Coach, promote collaboration and teamwork, resolve conflict and foster our “People First” culture to achieve goals

Oversee escalations and manage internal resources with LAMs/CSMs to drive resolution

Prioritize work for team to ensure customer expectations are exceeded

Provide feedback to assist in improving customer service quality, organizational process and product trends for development.

Identify trends and drive the organization to meet those metrics

Drive a culture of continuous improvement while fostering an innovative work environment that has a positive impact on the organization

Manage relationships with key partners across the organization

Qualifications

Experience in handling difficult and/or escalated customer situations

Interface effectively with internal departments

Understand the business from a functional and industry perspective

Leadership, decision-making and team building skills

Strong presentation skills and executive presence

Problem-solving and negotiation/influence skills

Defuse customer escalations

Perform well in a fast-paced environment

Bachelor’s Degree or equivalent experience and 5 years related industry experience

Experience measuring and communicating key customer success metrics

HCM Industry experience preferred

Relationship Management and/or Account Management experience preferred


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Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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